Workplace Experience Manager - Service Standards & Training

About Latham & Watkins LLP Latham & Watkins is a global law firm with more than 3,500 lawyers in its offices located in Asia, Europe, the Middle East and the United States. The firm has internationally recognized practices in a wide spectrum of transactional, litigation, corporate and regulatory areas. Our success is grounded in our devotion to the collaborative process, which reaches across global offices and practices and draws upon our deep subject matter expertise, an abiding commitment to teamwork and a powerful tradition of creative lawyering. Follow us on Twitter @lathamwatkins Join us on Facebook www.facebook.com/lathamwatkins Subscribe to us on YouTube http://youtube.com/lathamwatkinsglobal Content may include attorney advertising.

Latham & Watkins LLP

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L

lw.com

1,001-5,000 employees

Law Practice

New York

1934

Partnership

295k LinkedIn followers

• Designing, developing, and delivering onboarding, technical, systems, operational, and professional development programs, including role-based learning pathways, competency frameworks, trainer enablement, and train-the-trainer initiatives
• Conducting operational reviews, service assessments, and quality audits to evaluate adherence to Workplace Experience standards and procedures; identifying trends, risks, root causes, and improvement opportunities
• Partnering with Workplace Experience leaders and managers to define service expectations, performance measures, operational indicators of success, and reporting insights that support informed decision-making
• Leveraging technology, AI, knowledge management, and instructional design practices to improve learning, adoption, operating practices, and operational effectiveness
• Protecting and maintaining any highly sensitive, confidential, privileged, financial, and/or proprietary information that Latham & Watkins retains
• Demonstrate knowledge of workplace experience, luxury hospitality, service excellence, operations, learning and development, instructional design, technology enablement, or related disciplines
• Possess the ability to develop service standards, operating procedures, quality programs, operational resources, and continuous improvement initiatives that support consistent service delivery
• Display the ability to design and deliver practical, scalable learning experiences using instructional design principles and adult learning methodologies
• A bachelor’s degree or equivalent
• A background in communications, English, journalism, instructional design, education, or a related discipline that demonstrates exceptional written communication development skills
• A minimum of five (5) years of experience in workplace experience, luxury hospitality, service excellence, operations, learning and development, instructional design, technology enablement, or a related field
• Experience developing service standards, operating procedures, quality programs, or operational improvement initiatives
• Experience designing and delivering technical, systems, operational, or professional development training
• Experience supporting technology adoption, business process change, or operational transformation initiatives
• Experience in luxury hospitality, private clubs, premium service environments, professional services firms, or other high-touch service organizations
• Experience with workplace technologies, service management platforms, knowledge management systems, learning technologies, or AI-enabled solutions

• Healthcare
• Life insurance
• Disability insurance
• 401k plan
• Paid holidays
• Paid time off
• Well-being programs
• Professional development programs
• Employee discounts
• Affinity groups